Job DescriptionJob DescriptionOverview Holley is building a modern, high-impact internal IT function—and we’re looking for an experienced Application Support Engineer who thrives on solving problems, improving user experience, and supporting the SaaS (Software-as-a-Service) and COTS (Commercial Off-The-Shelf) platforms that keep the business running.This role provides Level 2 and 3 support across a variety of enterprise applications, acting as the key connector between business users and technical teams. You’ll partner closely with stakeholders to ensure applications are reliable, efficient, and aligned to business needs—all while delivering a seamless support experience.If you’re a strong communicator, an organized self-starter, and someone who loves improving how people work through technology, you’ll fit right in.Key Responsibilities Advanced Support & Troubleshooting n
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- Provide Level 2 and 3 support for a portfolio of SaaS (Software-as-a-Service) and COTS (Commercial Off-The-Shelf) applications. n
- Investigate and resolve complex issues, escalating to vendors or internal teams as needed. n
- Maintain accurate, clear documentation of support requests and resolution paths. n
- Take ownership of recurring issues and help implement long-term solutions. n
Monitoring & Optimization n
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- Monitor application health, uptime, and performance using appropriate tools. n
- Support patching, configuration updates, and small enhancements. n
- Identify inefficiencies, recurring pain points, or opportunities for process improvement. n
Business Partnership & Enablement n
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- Partner with business users to understand workflows, pain points, and priorities. n
- Provide user onboarding, training, and day-to-day support. n
- Create user-facing documentation such as SOPs, FAQs, and troubleshooting guides. n
- Collect and translate feedback into actionable insights for dev or product teams. n
Project & Change Support n
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- Support application upgrades, rollouts, and new system implementations. n
- Assist with QA/UAT testing and validation. n
- Help plan and communicate changes to minimize business disruption. n
Cross-Team Collaboration n
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- Work with infrastructure, security, and dev teams to ensure data integrity and secure access. n
- Participate in ITIL-aligned processes like Incident, Change, and Problem Management. n
- Serve as the go-to expert on supported applications, ensuring consistency and quality across the board. n
What You Bring n
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- 7+ years of experience in application support, systems analysis, or a related IT role. n
- Strong working knowledge of SaaS (Software-as-a-Service) and COTS (Commercial Off-The-Shelf) applications—supporting, troubleshooting, and optimizing them. n
- Exceptional troubleshooting skills and a structured approach to problem-solving. n
- Excellent interpersonal, written, and verbal communication skills. n
- Highly organized with the ability to prioritize effectively and follow through. n
- Scripting experience (PowerShell, Python) n
- Familiarity with ticketing platforms (e.g., ServiceNow, Halo, Jira) and remote support tools. n
- Understanding of ITIL service management principles and real-world application. n
Extras n
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- Exposure to platforms such as:n
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- Microsoft 365, SharePoint n
- Service-oriented SaaS tools (e.g., Zendesk, DocuSign, Halo) n
- Windchill, Empower, Brandfolder, Hubspot, Phone as a Service (i.e RingCentral) n
n - Experience with SSO/user access, provisioning workflows, or security-focused configurations. n
- Strong documentation and knowledgebase management skills. n
Why Holley? Because we move fast, collaborate across boundaries, and value people who make tech work for real humans. If you're ready to be part of a team that solves meaningful problems and builds better digital experiences, Holley is the place.
We don’t make vehicles. We make them faster, safer, louder, stronger, smarter, more fun and exciting!